Successful Universal Models Hinge on Process Improvement (especially in a contactless environment)

IT, Technology, & Operations

Take stock of your existing processes and procedures to make the most of every customer interaction, while improving consistency and efficiency throughout the organization. In this webinar, learn best practices and practical guidance to efficiently review your processes while ensuring a full unbiased review. Additionally, learn best practices for managing the project of updating processes and procedures that maintains momentum throughout the organization and life of the project. Understand the importance of processes on the universal banking model customer experience.

Who Should Attend: Retail Bankers, Branch Managers, HR Professionals, COOs and CAOs

Learning Objectives

  • Discover the benefits of reviewing your processes and procedures.
  • Learn best practices to maximize the benefit of the review, create consistency in your employee and customer experiences and manage the implementation process.
  • Improve the customer experience and achieve the maximum benefit from your universal banking model.


Holly Garza
Managing Director, Financial Institution Consulting
Extraco Consulting
While in management at Extraco Banks, she was instrumental in the development of Extraco’s proprietary retail banking methodology, SWARM Banking®, and was responsible for its implementation into Extraco’s culture. Additionally, she helped build grow the retail training program into the fully comprehensive new hire, continuing education, and leadership development program that is in place today. Holly has experience supporting all retail functions; including branch and alternative delivery channel production, talent development, training, and customer experience quality. She also initiated and led the project management of new processes, procedures and products to enhance both the customer and employee experience.  Since 2011, Holly has been assisting community banks across the United States with universal banker strategies and process improvement efficiencies through Extraco Consulting.

Webinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $249 $0
Affiliate Member $195 $0
Affiliate Nonmember $249 $0

Season Pass Members receive 4 individual logins to every webinar

Additional Info

Participants will earn 1.0 CPE credit

Field of Study: Specialized Knowledge

Prerequisites: None

Advanced Preparation: None

Program Level: Basic

Delivery Method: Group Internet Based

Refunds and Cancellations: Webinar registrations are non-refundable. If the registrant is unable to attend the designated time and date of the webinar, a playback link and any written materials will be provided within 2 business days following the conclusion of the webinar

Western Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its


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